Black screen after latest update, can't get into safe mode

mmbabs · 13 May 2017

Hi everyone,

My desktop with Windows 10 stopped booting up a few days ago, I updated it and it booted up properly the first time. The computer was then taking forever to shut down so I force shut it off by holding the power button, and now I get the black screen after the windows boot logo before I can log in. I have it dual booting with Linux, and Linux is working fine but I need Windows working. I've tried entering safe mode, and I can get to the recovery window but then everything is frozen, my keyboard becomes unresponsive. I thought that maybe my NVIDIA drivers needed updating but I can't update them now. I've tried looking for different solutions online and on these forums, but nothing works so far. My mouse cursor does not show up. I created a windows recovery usb and I can get into the recovery screen, however my keyboard and mouse become unresponsive and I cant do anything. The LED's don't even light up when I press caps lock.

Another thing I've noticed now is that sometimes when I turn my desktop on, it'll boot up for a few seconds, then shut down. It'll happen 3-4 times before it finally boots up and runs.

I'm not sure how else to proceed with this and I've tried looking around for help, any help would be greatly appreciated!

dalchina · 14 May 2017

Hi, check your disk.

Maybe you can do that from Linux. Otherwise download and boot from Kyhi's boot DVD/USB drive available from the top of the Software and Apps section here.

It boots into its version of Win 10, and you can see the list of utilities available when you go to download it.

HDTune is on it; I also recommend Hard Disk Sentinel (trial) which you can download as a portable program.

Please post the result (screenshot/photo) using the icon above your post to the left of the video icon. Thanks.

mmbabs · 14 May 2017

Hello dalchina, thanks for the reply.

I've downloaded Kyhi's boost USB drive and I'm able to get onto the version of Win 10. What results would you like me to post from HDTune? Benchmark, health, error scan, all of these? I tried downloading Hard Disk Sentinel, however I get system errors while trying to start the program. The first is missing icmp.dll and the other is bad referenced memory.

Black screen after latest update, can't get into safe mode-icmp.png

Black screen after latest update, can't get into safe mode-applicationerror.png

While looking online at what missing icmp.dll is, I found a page saying that it could be an invalid or corrupt registry entry, or a virus/malware infection. When I ran Malwarebyte, I found a few threats aswell.

Black screen after latest update, can't get into safe mode-untitled.png

I'm running tests on HD Tune and Ill post the images once it's all done.

dalchina · 14 May 2017

Hi, the idea of running the portable version of Hard Disk Sentinel is so you could simply put it on a flash drive e.g. and having booted from Kyhi's disk, then run the exe from the flash drive.

Portable Hard Disk Sentinel Professional Download
There's a link to the portable version.

Black screen after latest update, can't get into safe mode-snap-2017-05-14-19.41.25.jpg

I have just downloaded it and run it- you can see the zip file, its contents in Winrar, which I extracted to a folder on my desktop.
In file explorer you can see the executable to use in that folder.
Finally you see the result of running it.

Hope that works for you.

In either case, you should be able to quickly see if there are any disk problems. I'm not personally familiar with HDTune.

All that said, your disk is just one basic element in this of course.

I should also ask of course- what sort of disk is it?

And which build of Windows is installed? - as it won't boot, you may not know the build number, but hopefully you know if it's the Anniversary Update (1607) or the current Creator's build.

mmbabs · 14 May 2017

Thanks for the reply.

I've downloaded and extracted the file from your link, however when I try to run the executable, I get the System error message telling me that icmp.dll is missing from my computer. Any software I try to install will also give me the same message. Also explorer keeps disappearing now after the icmp.dll message.

My windows is installed on an SSD, Linux is on on an HDD. Do you think it could possibly be my SSD? From Kyhi's disk, I can still access my SSD files such as images or other documents.

I believe that I am on the Creator's build. My system updated a day or two before this entire problem arose. I don't recall downloading any new software after the updated.

dalchina · 14 May 2017

Hi, odd.

So HDTune works for HDD's and SSD's so a health and error check seem appropriate - on both disks.

Assuming that's ok, as you can't boot to Windows (normal or safe mode), your options are more limited.

Determine your installed Windows version
Using Kyhi's disk, open your Windows folder (on your SSD) and find explorer.exe
Right click it, Properties, Details. You should see a version number.
Please post it.

If you have the CU installed, let's assume the erratic behaviour is somehow related to the upgrade to the CU.

If you boot your system from a Win 10 boot disk, accept the language prompt, then click 'Repair your computer' a the bottom, the following options are available

System Restore
- if the last update was the big CU, and no updates since then, you will have no restore points (assuming you had system restore turned on).
- otherwise you may have a system restore point you can try. If so, make a note of any information that process gives you.

If you have a restore point, that's relatively easy to try.

If for example you received a conflicting driver update after upgrading, this may give you a way forward.

Go back to the previous build
- If you received the CU (see version number above), this will allow you to return to the AU, your previous build.
(The AU build number is 14393).

This is a more major step.

Note: for the future, we strongly and repeatedly recommend using disk imaging so even if your disk fails or windows is irrecoverably corrupted or even encrypted by ransomware, you can restore your previous working configuration relatively quickly and without technical help.

Macrium Reflect (free) + its boot medium + external storage for images.

mmbabs · 21 May 2017

Hi dalchina,

Sorry for the late reply. The version that I have from explorer.exe is 10.0.15063.168.

I've got laptop with Windows 10 at work, I downloaded the media creation tool and created a recovery USB this way. I can boot straight into the recovery window, however the mouse and keyboard are still unresponsive.

I can also boot into a Windows Setup screen, and then I can either Install now(which I assume will clear all my data correct?) or I can repair my computer.

System restore
I tried this option, however I get a message saying that to user System Restore, I must specify which Windows installation to restore. Restart this computer, select an operating system then select System Restore.

Go back to previous build
I get a message that says "We ran into a problem and won't be able to take you back to the previous version of Windows. Try resetting your PC instead."

I have access to all my data what I think I might do is just copy all the data I want, and do a clean installation. Is there a way I can get my Product Key from Kyhi's disk?

dalchina · 21 May 2017

Hi, ok, you have the Creator's update given that build number. So I assume your problem started after the upgrade to that.

I downloaded the media creation tool and created a recovery USB

- do you mean a recovery USB drive, or a bootable Win 10 installation USB drive?

I have access to all my data what I think I might do is just copy all the data I want, and do a clean installation. Is there a way I can get my Product Key from Kyhi's disk?

Considering this:
- activation should be automatic- no need to enter a key.
- do you have all your favourites backed up and any other browser-related data and program license keys?
- if the problem is, say, BIOS vs GPU driver version etc in the context of the CU, you may have the same problem. On the other hand, you may be ok.

I would check to see if there is a BIOS update in any case.

Also run HDTune from Kyhi's disk first just to check.

A clean install would give you the chance to use GPT format (if you didn't before) and make sure your BIOS has AHCI enabled (faster SSD throughput).

System restore
I tried this option, however I get a message saying that to user System Restore, I must specify which Windows installation to restore. Restart this computer, select an operating system then select System Restore.

Go back to previous build
I get a message that says "We ran into a problem and won't be able to take you back to the previous version of Windows. Try resetting your PC instead."

These suggest something significant is wrong.

Again, make sure you run HDTune before doing a clean install.

Clean Install Windows 10 Windows 10 Installation Upgrade Tutorials